WALKER: Customers 2020The Future of B-to-B Customer Listening

We live in the age of the customer. Customers know more, and expect more. Fast forward seven short years from now, and there’s little doubt the bar will be set higher and new priorities will have emerged for business-to-business companies. So, who wins in the year 2020? Arguably, it’s the most forward-thinking companies – those that consciously and deliberately work at anticipating the future needs and create an experience that customers’ value.

This is the driving premise behind Customers 2020 – an insightful, thought-provoking study designed to reveal the customer experience industry of the future. This 30-minute webcast will feature a summary of the findings from the thought-provoking study which delivers a glimpse of the customer experience industry of the future.

WHAT YOU WILL LEARN

What customers should expect in 2020: Customer expectations in the future are the outcome of movements that have been underway for decades. Changes such as the explosion of digital, the empowered customer, and the acceleration of innovation are having a profound impact on customer expectations.

How companies can adapt to their customer expectations in 2020: As customer expectations shift, companies are forced to adapt. Enlightened by what the future has in store, many companies are already laying the foundation for 2020.

How to capitalize on the customer revolution: The B-to-B companies that will win are beginning to prepare now by recognizing the shift that’s taking place, aligning the right resources, and focusing on the right metrics. Enlightened companies must view the customer experience as a strategic, C-level initiative.

Register below to learn more about the future of B-to-B Customer Listening.

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Webcasts:

CX Storytelling

Text Analytics in CX

Optimizing with Customer Analytics

Customer Experience Trends

Mapping Customer Experiences

Leveraging Customer Advisory Boards for CX Success

Technologies to Drive CX

Going Beyond Surveys

Proactive CX

CX Advantage

CX Storytelling

Foolish CX

Taking Action on Customer Insights

The Art of Text Analytics

Growing Strategic Accounts with Customer Insights

2015 CX Trends

CX Metrics - What's Right for You?

M&A and the CX Leader

The Total Impact of CX

Map Your Market

Make CX Loud!

Creating a Customer Centric Culture

The Value of Making it Easy

Data Rich, Insight Poor

Foolish CX

Predictive & Prescriptive

The ROI of CX Initiatives

B-to-B Journey Mapping

Advanced Customer Due Diligence

Make CX Data Come Alive

B-to-B CX: Best Methods for Driving Results

Customers 2020

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ADDITIONAL RESOURCES:

Customers 2020 Roadmap

THE YEAR 2020. In saying it, we tend to picture a time much further in the future. In reality, however, the time will pass in the blink of an eye. Just think about all of the changes taking place right now among B-to-B companies. Customers know more, and they expect more. Fast forward to 2020, and there’s little doubt the bar will be set even higher and new priorities will have emerged.